Frequently Asked Questions

Welcome to our Frequently Asked Questions section of our webshop. We recommend you to review this page prior to contacting us. If the answer to your question is not on this page, then don't hesitate to contact us through our online contact form.


Placing an Order

Which payment methods are available on RENARD’s online shop?
Our webshop supports all common payment methods, such as VISA, Master Card, American Express, PayPal, and iDeal. Your payment method not available? Contact us and we'll see what we can do! 

I haven’t received an order confirmation or dispatch notification, what should I do?
If you haven’t received an order confirmation or dispatch notification, then please contact us through our online contact form and we will assist you and we will provide you with the requested documents.

Shipping

What are the shipping rates of RENARD?
RENARD offers its customers FREE world wide shipping.

Do you ship internationally?
Yes, RENARD ships its products worldwide and free of charge. Please be aware of custom duties that may apply at your country. Our products are dispatched from The Netherlands. For more information about customs duties fees, please refer to your local customs and import taxes.

Within how many days will I receive my RENARD watch?
Orders with a delivery address within Europe are expected to be delivered within 1 to 5 business days. Orders with a delivery address outside of Europe are expected to be delivered within 4 to 14 business days.

Can I track the delivery of my order?
Yes, once your parcel has been shipped, we will send you an email with your personal Track & Trace code of our carrier. In case the status of your shipment seems odd or stuck, contact us so we can figure it out with the carrier. 

Warranty

What is RENARD's warranty policy?
Your RENARD watch, described on the warranty certificate, is covered under the International Warranty of the brand which covers manufacturing defects for 2 years from the date of purchase. The warranty shall be deemed valid only when the warranty certificate has been duly completed, dated and signed by the authorised RENARD reseller. In case you bought it from our online store, it is simply enough to locate your order confirmation. The present warranty does not cover the following: damage or misuse, modifications or improper repair, the glass, the bracelet and crown, the battery, faults or damage after the expiry of the warranty, must be paid by the owner of the watch. Note: Chronographs bought before Juli 2016 are covered by extra warranty on the glass for two years. 

Returns & Repairs

Is it possible to return a watch when I’m not satisfied with the delivered product?
RENARD watches can be returned within 14 days after delivery if the buyer is not satisfied with the ordered product, on the condition that the watch is in it's original packaging and unused. Please use our online return form

 

My watch needs repair

All our products are covered by a limited warranty. Our repair center will determine if the watch is covered by the warranty or not. If the defect is not covered by our warranty, we still recommend using this way. We offer a simple, good and inexpensive repair and have original RENARD parts in stock. 

Simply register your watch at horlogemaker.nl to start the repair process. You'll get detailed instructions and a repair reference number. 


How much time will it take to have my watch repaired?

Usually the repair proces takes between 2 to 3 weeks. However, the amount of time needed in order to repair, or in some cases to replace your watch, depends on the severity of the defect.

Functionality

How do I remove the strap?

If you look the back of the case where it connects to your strap, you'll see a little pin sticking out. This pin allows to easily remove the strap from the case. In case your watch does not have this, you'll need a watch tool. Contact us for more info. 

How do I adjust the size of my link wristband? 

To adjust the strap size of your RENARD Link watch we would advise you to follow the instructions provided in our tutorial that can be found on YouTube. By following the instructions you will avoid damaging the links of the stainless steel strap.

How does the Chrono work?

In order to inform you properly about the functions of the chronograph, we have created a special page especially for you on which we included all the information you might need to optimally make use of your chronograph watch. Follow this link.